Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Members Solutions charged me a cancellation fee of $1,375, even though there was no mention of such a charge in the paperwork I signed when I initially joined the company. I was informed at that time that there would be no cancellation fees and that my agreement was month-to-month, allowing me to cancel at any time. In June 2024, when I could no longer afford their excessive charges and hidden feesalong with several unresolved issues regarding changes I had requested to my accountI decided to switch companies. Upon canceling, Members Solutions imposed this fee, in addition to placing a hold on my account for $1,770, which was supposed to be returned to me later. I expressed to them that I never signed any documentation regarding a fee. They claimed to have sent an emailone that I never receivedthat detailed changes to the cancellation process and newly added fees. According to them, by not canceling after this email, I had implicitly approved their changes. Throughout my time with this company, I found them to be one of the most unethical businesses I have ever dealt with. As a single parent, their actions caused my family to experience several difficult months financially, primarily due to a charge I never approved or was even aware of.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined a gym that is affiliated with Member Solutions in ******* called Top Level Gym around mid to late 2023. After practice one day I was talking with one of the coaches that I was traveling with work and moving soon and I needed to cancel, knowing there was a ****************************************************************************************************************************************** and to have coach call me, I never heard from Top Level again. Albeit I went to the gym once but no coaches were there, and after 4 or 5 phone calls or promises to be called back I tried to communicate through Member Solutions. They told me there was a 120 day policy, upset but understood I agreed to another 120 cancelation notice. Then I was billed again, I reexplained that I moved away and have not been using this facility and to please help me cancel this. They have promised to have managers call me back, they have promised to talk to Top Level, all they do is keep billing and telling me there is nothing they can do. I had ***** put a stop payment and now I have been sent to collections. I spoke Member Solutions and he gave me his word that I would be contacted by a Manager on 12/30 around 11am. I still have not received and email nor a phone call. I am now requesting a refund from 11/23 - 11/24 at $179 per month or the $2,148 I feel I was robbed of. Now that I have been sent to collections and so that this does not hurt my credit score and affect my ability to purchase a home. The coaches at Top Level were honestly great and good people on top of that, but the customer service from both of these businesses is honestly terrible. I tried to be nice and I have asked for help, now I am asking the BBB for help.

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started paying for ************ lessons for my 2 kids. I needed to pause my membership which was accomplished. When I wanted to cancel the lessons and paynent the company required a 30 day written cancelation request, along with a payment processed for another month. This would be past my cancelation request without attending any services. After sending my written 30 day cancelation request on Sept. 16th I have received no confirmation or communication to confirm cancelation. I have also not received a call from a supervisor as requested.

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated texts and phone calls regarding collection for someone with the last name ****** Although I have tried repeatedly to explain this is not me, they're using my phone number to repeatedly harass multiple times per day.

• Initial Complaint

  Date:09/03/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with a local MMA gym 07/16/2021. I was unaware the contract auto-renews every year. The membership is managed by Member Solutions aka Youbill. I tried to cancel my membership 08/2024 and learned I have to do so through Member Solutions. I was provided a telephone number and when I reached out I was informed the only two options I have are 1. Medical disability or 2. Move more than 35 miles away. I reviewed the contract I signed and applicable Arizona laws. The contract is not compliant with revisions made to Arizona Revised Statute ******* under HB 2697 which took effect April 28, 2021. I wrote a formal request to Member Solutions outlining the ways their contract is not in compliance with state law, therefore non-enforceable, and demanding the immediate cancellation of my membership. They have refused to acknowledge and grant my request.

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business charged a late fee after they chose to personally freeze the account while it was under investigation for closure. They have relayed that they will not remove the late fees from the account and will not take any responsibility for their mistake. I have asked on numerous occasions to speak with someone and have yet to receive a phone call back.

• Initial Complaint

  Date:08/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Member solutions account page clearly states the policy would not renew and renewal data is N/A.2) I called on 8/7/24 to confirm and remove my credit card from file. Was told my policy was renewing on 9/4/24 and that a letter was sent. I never received a renewal letter and never expected I had to cancel as my online account information stated "No" under renewal.3) Member Solutions is stating even though it is 28 days until the term starts, membership can not be cancelled. The practice of "reverse permission" (only contact if you want to cancel) is predatory and designed specifically to auto-renew customers who have no intention of doing so. Also, only postmaster mail is sent and no emails. Why? A documented email with dates sounds like it would be best practice to insure customers truly are getting renewal information.

  Customer Answer

  Date: 08/08/2024

  Member Solutions reached out to me today and cancelled my subscription. I'm not sure how to close the complaint, but I am considering the matter resolved.

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First the company set up 2 accounts for me, which resulted in me being double billed. I called in, they cancelled one account, said they couldnt move the double payment to the other account, and told me to stop payment on the double payment. I did. This resulted in some issue where now they havent been taking out my payments for over a year. I finally noticed - they never notified anyone - neither me, nor the owner of the ************** that pays them to handle memberships and payments. Their website showed 0 past due for me, but in another location said I owed $850. I went ahead and paid the $850. After paying - a new balance showed up of 160. That is fine, I likely owe that, but all I have been trying to get out of them is an invoice. I just want to know what charges occurred for what dates. They are unable or unwilling to provide this after multiple phone calls. I just need an actual accounting of what I owe!!

• Initial Complaint

  Date:05/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a contract with pro taekwondo for 1 year from March 2023 to March 2024. When I called to find out how to stop the auto pay since we were no longer going to continue going there, I am told I have to continue paying until July because that is when they started to charge me. I have requested to speak with a manager numerous times through phone calls and email to better understand why this happened to no avail. They continue to harass me for payment but a manager can't get the phone and reach out to a customer. I reached out to master **** from pro taekwondo but she said they have nothing to do with this matter that's why they pay a company.

  Business Response

  Date: 05/29/2024

  Good morning,
  
  We have received a letter regarding the account for the ************************ for ************************* with Pro Taekwondo,Inc.
  Member Solutions was hired by ******************* as a third-party billing to manage membership contracts, along with processing payments for all members that attend facilities/gyms/martial art studios etc. This allows members to make payments for their services as well as have a clear record of all activities.
  **************** signed up for a 12-month membership, to begin from March of 2023, to end in March of 2024, with the first scheduled payment supposed to be on April 05th,2023. **************** had not signed up for an auto renewal to take place, so membership was to close in March of 2024.
  Although.****************** membership was to begin in March of 2023, the first payment was scheduled for July, of 2023, and is to complete a total of 12 payments. Since the first payment was scheduled 04 months after the membership start date, the final payment was scheduled for *** of 2024, (two months after the membership end date).
  Due to this fact, ****************, refuses to make the final three payments on his membership,as he states it is not his fault that the scheduled payments were not in order,and that he had paid as he should have and requested in February of 2024, that the automatic withdrawals be disabled on his account It was done so accordingly. We have since been in touch with ****************** on how to proceed, as is awaiting a response, with the last follow-up been made on *** 23rd.
  **************** currently has a past due on his account for March, April and *** of 2024 along with late fees, which we would be more than happy to take care of for him, if he would make the principal payment on his membership. **************** was contacted again on *** 24th, to let him know this arrangement, and that we could organize a payment arrangement if it is more convenient. We could not reach ****************; however, we did leave a voicemail. We have not received any communication since then.
  
  Thank you,
  *****

• Initial Complaint

  Date:03/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The primary issue is with the billing company making it impossible to cancel the contract. A mixed martial arts gym I was a member of since ************************************************************************************************** moving 25 miles or more away from the facility, denies the cancellation. I have made multiple attempts throughout the months and some of their information provided that you are supposed to use to send the information to is invalid, such as the fax number. They make alterations to their acceptance policy, using criteria that is outside of the contract's provided discretion. I have tried for over 2 months to get into contact with a manager and I am always told that they have put in a "request" and to "wait" but they allow the billing cycles to pass. Nothing has been sent to collections but there may be a possibility of that happening and I do not want to be in that predicament. They "require" that I provide utility and housing forms with my name on it and new address, but I do not pay the bills where I moved to, so my name won't be on the utility statements or mortgage payments, etc... I told them this information and all that was said was sorry you signed a contract, no alternatives were presented.

  Business Response

  Date: 04/23/2024

  Good afternoon,
  
  We have received a letter regarding the account for the ************************ for ******************************* with ******************* of ******* Arts.
  Member Solutions was hired by ******************* of ******* Arts, as a third-party billing to manage membership contracts, along with processing payments for all members that attend facilities/gyms/martial art studios etc. This allows members to make payments for their services as well as have a clear record of all payment activities, overtime.
  ****************** has signed up with ******************* of ******* Arts for a fixed duration,i.e. Term Membership. For  a term membership to be cancelled, we would require one of the three following reasons Relocation : A relocation form would need to be filled out, attached with a minimum of two proofs of move that show Mr. ******** name, the new address and coinciding dates,Medical Disability : A medical form would need to be filled out, to confirm medical disability, Military deployment : A relocation form would need to be filled out, attached with the letter of deployment and two proofs of move.
  ****************** initially called Member Solutions, requesting to cancel his membership on January 29th,2024.Accordingly, ****************** was held to term of his agreement. ****************** was not pleased with this and did dispute the payment made on January 25th,2024.
  ****************** then called to request cancellation again on February 20th ,2024,stating that he had moved due to law school and is unable to send in proof but requested the relocation form to be sent out to him.
  The relocation form that was initially filled out, along with the two proofs that were submitted were denied, as both proofs (The Driver's license and the Voters registration) were not newly issued, Due to this, additional, proof was requested of ******************. Member Solutions then received A Billing Statement,and the driver's license once more. A response was then sent to ****************** letting him know that the Billing Statement was accepted, and that yet we would still require one more proof of move. No correspondence from ****************** was received afterwards and his account for his ************************ with ******************* of ******* Arts remains active.
  
  Sincerely,
  *****